Form Lcb-89 - Participant Manual - Commonwealth Of Pennsylvania Page 26
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41Occasionally it is difficult to cut off service. By being prepared,
you can keep control of the situation even though an intoxicated
1. What are some ways
customer may be hostile, threatening, and irrational.
to deal with difficult
customers?
Helpful Hints
A professional attitude and approach when cutting off or refusing service keeps you in control of the situation. Many
professional servers use these guidelines when refusing service:
When you cut off a customer, tell your manager and co-workers and keep a written record.
When appropriate, take a co-worker with you when you have to refuse service or pull a drink.
Make it clear you are in control without being overbearing and scaring off customers.
Use peer pressure if possible by asking for support from the customer’s friends.
When you pull the drink, have something to replace it with: a glass of pop, a cup of coffee,
a plate of food, even just a glass of water is better than nothing.
If at all possible detain the intoxicated customer who intends to drive by offering him/her food and nonalcoholic
drinks to allow time to sober up.
Offer alternative transportation to keep intoxicated customers from driving.
If an intoxicated customer insists on driving, threaten to call the police and identify the driver and the vehicle.
Follow through on your threat if the intoxicated customer drives away.
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